FAQ

Frequently Asked Questions

 

 

1.    How do I place an order? 

           

          The easiest way to place an order is via the contact us tab on our website but you can also call us if you'd prefer. Once we receive your           enquiry a member of the Sugar Mama team will be in contact to confirm your order and provide you with an invoice. 

          We aim to fulfil all orders within 10-14 working days, however during busy periods such as Christmas, this may take longer. If we                 have any issues fulfilling your order within this time, we will contact you.

          We would advise allowing up to two weeks to ensure the fulfilment of your order in time for your event, especially for larger orders. 

          Please note:- Sugar Mama only operates in the UK and Candy Carts can only be ordered by residents living in London or the

          surrounding areas - please check your location with us prior to ordering. Where orders are outside our catchment area, a small

          delivery fee may be added. 

 

2.    How do I pay for my order?

         

         Sugar Mama customers are required to pay 50% of their order value at the time of order confirmation or at our discretion,

           depending upon customer delivery date. When you place your order, you will receive an invoice at which the 50% order value is due

           to confirm your order. Payments can be made by PayPal or bank transfer, details will be included in the invoice. The remaining 

           balance will be due and needs to be paid in full, no later than 14 days before your event or agreed delivery date.  

            

           If you wish to make the payment in full when you receive your invoice, you are welcome to do so. Be sure to include your order                        reference number, which can be found on your invoice, when making bank transfers, so we can notify you, when we have received 

           your payment. 

          Candy Carts: Sugar Mama will ask for a £50 refundable safety deposit  on top of the 50% order value with the completion of all 

          Candy Cart bookings, in order to secure your hire. This is to ensure the safe return of the cart and all cart accessories - the safety

          deposit will be returned via the customers preferred payment method - cash payments can be made upon collection and inspection of           the cart. 

   

          Please note:- Sugar Mama will not dispatch any orders that have not been paid in full. If you have any issues making the payment,

          please contact us immediately, so we can make alternative arrangements if necessary - additional fees may occur. 

3.    Can I cancel my order? 

 

          All orders can be cancelled up to 14 days before your event date and an 80% refund will be returned. Any orders cancelled with less

          than 14 days notice will incur a 50% fee.

          Please note: any products already despatched before a cancellation request is received will not be subject to a refund, as all of our                     products are perishable and cannot be returned due to hygiene reasons. 

 

           If you have any questions about our refund policy, please see our terms and conditions or do not hesitate to contact us.  

4.    How do you deliver?

 

         Sugar Mama offers a free collection service at a time agreeable with the customer; please discuss this with us at the time of ordering. 

         We dispatch all postal deliveries via Royal Mail or Parcel Force tracked service and all deliveries are charged at a standard fee,

         dependant on the size and weight of your order.   

 

5.    Are your sweets suitable for vegetarians? 

     

          Sugar Mama is able to offer a variety of vegetarian, vegan, sugar-free and halal sweets. Be sure to indicate any dietary requirements 

          when placing your order or contact us for more information.

6.    Are you insured?

 

        Sugar Mama has full public liability insurance and a copy of our certificate can be supplied upon request.    

 

7.    How is my Candy Cart setup?

 

          Sugar Mama will deliver and setup your Candy Cart at your chosen location. The setup usually takes place on the

          morning of your event and will take approximately one hour, depending upon your chosen items. Evening setups can be arranged if

          you have access to the venue but please be aware that the safety of the cart overnight is the responsibility of the customer and you

          will be liable for any damage or theft that may occur. Collection of the cart can be arranged on the same day, depending on the time             or the cart will be collected the following morning - carts should be stored in a safe place if left over night.

          Please note, once the cart has been setup in an area chosen by the customer it cannot be moved, as this will cause damage to the cart.

         

          Sugar Mama will charge for any damages or breakages  to the cart or any cart accessories - please see full terms and conditions.

 

 8.   Can I keep any leftover sweets? 

 

       Of course you can! All leftover sweets are yours to keep and Sugar Mama will package these up for you at the end of your event.

     

For more information, please see our terms and conditions or contact us!

     

            

  

© 2018 by SUGAR MAMA. Proudly created with Wix.com